Support Analyst

Alpine Software Group; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

A leading real estate SaaS platform is seeking a Support Analyst to provide exceptional technical support to clients. You will engage with customers, troubleshoot issues, and contribute to product development while ensuring a seamless experience with our software. This fully remote role offers a dynamic environment with opportunities for growth.

Benefits

Medical, dental, and vision coverage

401k retirement plan with matching

15 days PTO

12 weeks paid parental leave

Qualifications

• 1-3+ years in customer support or SaaS environment.
• Proficient in IT fundamentals and troubleshooting.
• Excellent writing and communication skills.

Responsibilities

• Provide technical and account management support.
• Troubleshoot issues and document solutions.
• Create and maintain client-facing documentation.

Skills

Customer Support

Technical Troubleshooting

Communication

Organization

Education

High school diploma or GED

Tools

Hubspot

Jira

Confluence

CRM systems

GSuite

Job description

Sierra Interactive is a leading real estate SaaS platform helping agents, teams, and brokerages across the U.S. and Canada grow their businesses. Our products help customers generate more leads, close more deals, and operate more efficiently. We’re a profitable, high-growth company with a fully remote team of 60+ employees and ambitious expansion goals over the next five years.

Job Summary:

As a Sierra Interactive Support Analyst, you will provide excellent technical and account management support as our clients utilize our real estate websites and CRM platform. Your job is to ensure that our clients successfully use our software by providing the best education and technical support.

Key Responsibilities:

1. Learn our real estate CRM and IDX website products and platform inside and out.
2. Engage with our customers with respect, kindness, and enthusiasm during your ongoing interactions.
3. Troubleshoot technical issues in our platform and work with our platform experts to identify, document, and fix problems.
4. Leverage available resources, such as knowledge bases and internal documentation, or seek help from more experienced team members to solve customer problems efficiently.
5. Contribute to the development of new features by synthesizing customer feedback and sharing your insights as a front-line support representative.
6. Help drive strategy to make our support platform more efficient and scalable as our customer base continues to grow.
7. Create clear, informative, and engaging documentation for both our client-facing and internal knowledge bases, and keep this documentation current as our platform evolves.
8. Collaborate cross-functionally with other teams and departments on special projects to enhance Customer Experience operations.
9. Answer phone, email, form-fill, and other support tickets on technical, educational, and account matters.
10. Stay up-to-date with product developments as a part of a fast-paced and dynamic startup environment.
11. Recognize at-risk customers and assist in their recovery.

Minimum Requirements:

• Education: High school diploma or GED
• Experience: 1-3+ years working in customer support, product support, or customer success in a SaaS environment
• Skills:
• You are thrilled at the opportunity to gain expertise in a subject and engage with it on a daily basis.
• You take pride in teaching a topic, explaining a feature, and helping others understand problems — and providing solutions.
• Your writing skills are top-notch. You have an engaging, conversational style and a solid grasp of grammar.
• You are confident and thorough when handling billing or account management inquiries.
• You are exceptionally good at noticing patterns and developing processes to make our team members' lives easier and our clients happier.
• You're organized and able to juggle multiple priorities at one time. You can switch gears quickly and re-adjust your focus as needed.
• Technical Knowledge:
• Proficient understanding of IT fundamentals including hardware, software, networking, and internet usage.
• Experience troubleshooting technical issues.
• Familiarity with HTML/ CSS/Javascript, APIs/JSON, and DNS.
• Experience with using help desk platforms like Hubspot, Atlassian tools (Jira, Confluence), and CRM systems.
• Proficient in Windows and GSuite.
• Interpersonal Abilities:
• You're a hard worker — both independently and in group settings — with a proven track record of getting things done carefully and efficiently. You're patient and pay attention to the details.
• Working with people makes you happy. You're a talented communicator and can artfully break down, solve, and explain complex issues.
• You take pride in your ability to defuse tense situations with humor and grace. The prospect of working through an issue with an agitated customer doesn't scare you.
• You are not afraid to call a client to provide a resolution when necessary.
• Additional Requirements:
• You thrive working remotely.
• Real Estate experience is a plus.

Benefits:

• Excellent medical, dental, and vision coverage, fully covered for the employee, with options to add dependents.
• 401k retirement plan with up to 4% matching.
• 15 days PTO, 10 paid holidays.
• 12 weeks paid parental leave.